Malaysia Airports is lining up a series of rapid improvement initiativesat its flagship airport KLIA to improve passenger experience.

SEPANG –Malaysia Airports continues to elevate service standards at KL International Airport (KLIA) through a series of rapid improvement initiatives in 2018. As one of the world's busiest airports, these improvement initiativesare not only expected to improve its global rankings, but more importantly they are meant to enhance service levels as a whole for its most importantstakeholder, the airport users. The whole year will see a slew of improvement initiatives, both big and small, being executed.

According to the managing director of Malaysia Airports, Datuk Badlisham Ghazali, with the tremendous growth in passenger traffic movements in KLIA in recent years, it is more important than ever to listen to customer feedback.“We receive thousands of feedback in a year – complaints, suggestions and also compliments. Not only do we respond to these feedback but we take them very seriously and act on them. Every little thing counts.In fact we intend to introduce one improvement a week. For example just last weekwe installed comfortable seating at the bus waiting area, for the convenience of passengers who wish to use the free inter-terminal transfer service between the two terminals.”

We started the year by implementing immediate quick-wins that had gained positive feedback from the public and netizens alike. Among the initiatives included working with theImmigrationDepartment to opencommon countersduring peak periods so that queueing time can be shortened. We also have been enforcing strict measures toreduce traffic congestion at the pick-up and drop-off lanes. Measures include installation of bollards to prevent errant parking, as well as limiting waiting time at the curbside to 2minutes.

At the same time, we are working closely with the traffic police to stop people from parking by the roadside and endangering other motorists. For a more convenient and safe waiting area, we provideda 30-minutes freeparking facility at the 5,000-bay Long-Term Car Park (LTCP). We encourage motorists to use this facility to avoidunwanted incidents of being summoned and cars being clamped or towed due to improper parking. Ride-hailing drivers have a designated 400-bay waiting area opposite the LTCP for their use.

“We will share our progress updates periodically on long-term projects such as the overhaul and upgrade of the aerotrains, runway assessmentand maintenanceand expansionworks atour otherairports, so that the public are more informed on the developments,”Badlisham added further.

Passengers at KLIA can look forward to the next quick-wins which include an awareness and instructional video at our security screeningcheckpointsso that passengers know what to expect and the process will be smoother. The newself-baggage drop facility at klia2 is also going to be available in the next two weeks.